Managing Service Quality: An International Journal: Volume 2 Issue 1
Table of contents
Applying common sense
M. RooneyExamines the relevance of the ISO 9000 standard within the health care, local government and education and training services sectors, as well as looking at the benefits of its…
Soliciting quality
A. SimpkinTraces how solicitors Pannone March Pearson became the first firm to be accredited BS5750 Part 2 certification, through an interview with one of the firm′s corporate divisional…
BS5750: The benchmark
C. GillReports on the experiences of two companies in the timber trade and how they were aided in their application for BS5750 registration by the Timber Research and Development…
Matching needs
S. George‐JonesLooks at the range of tests developed by Manpower and used to assess the abilities and aptitudes that temporary staff have to offer before they are placed with an employer…
A clear view
S. BoomsmaDetails the advantages and disadvantages of service specifications, highlighting the point that measurement of service quality is no longer possible by comparing output to…
Articulating quality
M. GreenwoodDescribes how a large transport operator, BRS, is facing the challenge of moving from BS5750 to total quality, joining forces with two of its sister companies to create one…
A service guarantee
R. ChaseDescribes how Milton Keynes Borough Council has committed itself to the provision of high quality services and is now moving towards its goal of becoming a leader in quality…
Doing it our way
B.W. MillerReveals how a Californian local newspaper is using their own Alternative Distribution System (ADS) to guarantee first‐rate delivery of their ′Shoppers′, after becoming…
Different approaches
J. MarshExamines various approaches to implementing TQM in the service industry, specifically within the Avon Training and Enterprise Council. Explains how management commitment to TQM…
′Win‐win′ opportunity
M. LowenhauptDescribes the use of flow chart techniques or ′clinical pathways′ by health care organizations who aim to use TQM to increase patient satisfaction. Acknowledges the fact that…